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Office of Inclusion

About the Office

The Office of Inclusion was created by the Taxi and Limousine Commission in response to Local Law 219 of 2018 to make sure the riding public receives equal and courteous service from taxis and for-hire vehicles.

The Office of Inclusion recognizes that New York City’s greatest strength is its diversity (of residents and visitors alike). Anyone who believes they have been subject to discrimination from a TLC licensee is encouraged to file a 311 complaint.

The Office of Inclusion’s main goals are to:

Reduce and ultimately eliminate service refusals.
End discrimination by TLC-licensed drivers
Develop and implement anti-bias training for TLC-licensed drivers and bases
Encourage members of the public to file 311 complaints when denied service or subject to discrimination
Advocate for drivers who have been victimized by crime
Track and monitor crimes committed against TLC-licensed drivers

Inclusion Resources

Passenger Section

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Passenger Bill of Rights

Frequently Asked Questions (FAQs)

What is a service refusal?
When a driver chooses not to pick up a passenger or finish a trip because of the passenger’s drop-off destination, race, disability, sexual orientation, gender, gender identity, age, immigration status, national origin, religion/creed, color, marital and partnership status and/or pregnancy.
Is there ever a time when a driver can refuse to pick me up?
Yes, there are limited instances when a driver can refuse you service. The most common exceptions include:

Your destination is outside of the five (5) boroughs of New York City, Newark Airport, Westchester or Long Island.
The yellow or green taxi driver says that they are ending their shift for the day.

How can I report a service refusal?
- Dialing 311
- online at nyc.gov/311
  - To file a service refusal complaint about a yellow or green taxi driver, click on Taxi Complaint. Click on Report a problem with a driver, if you were a passenger.
  - To file a service refusal complaint about a car service or app driver, click on Taxi Complaint. Click on driver and vehicle complaints, then on Report a car service driver who refused to pick you up or cancelled a trip. Please be sure to include the name of the car service or app company.
- using the NYC311 app. Download the NYC311 app for:
  - Android
  - iPhone or iPad

Contact 311 by:

To file a complaint via 311 app, click Request →Taxi/Car Service→Driver Complaint and follow instructions.

I filed a service refusal complaint, what are the next steps?

TLC’s prosecution department reviews all consumer complaints and will quickly evaluate your complaint for appropriate action. Visit the TLC website for more information.

Disability Community Outreach

TLC is committed to ensuring that all passengers receive equal service in TLC-licensed vehicles, including members of the public with disabilities. In our effort to communicate and share information with the community, we attend events hosted by community-based organizations and city agencies. Our outreach team provides awareness on what are the passenger's rights, how to make a complaint, and why it is important to file a complaint. We monitor feedback from advocates concerning passenger safety and provide resources so they can report their experiences. The Agency’s Disability Service Facilitator (DSF) is the main contact for any accessibility-related questions and issues, or contact TLC’s Call Center at 718-391-5501 or call 311.

Driver Section

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New York State Office of Victim Services (OVS)

If you or someone you know is a victim of a crime, The Office of Victim Services may be able to help with medical bills and counseling expenses; burial and funeral costs; lost wages; and other types of assistance.

To submit an OVS claim, visit the Victim Services Portal For more information, visit the OVS website or call 1-800-247-8035.

NYC Commission on Human Rights (CCHR)

If you believe you have been the victim of discrimination in the City of New York, you may file a complaint with the NYC Commission on Human Rights by:

Submitting an online form
Calling 311 or 212-416-0197

Bystander Intervention Training

Bystander intervention is built on the idea that we all play a role in creating safe public spaces for each other when we see our neighbors and community members facing bias, discrimination, or harassment. The NYC Commission on Human Rights and community partners regularly co-host bystander intervention trainings to provide New Yorkers with the tools and strategies to safely respond when they witness bias incidents and discrimination.

As a TLC Licensed Driver you interact with the general public every moment you are behind the wheel of a vehicle. By participating in bystander intervention training you will be better equipped to navigate the incidents that arise as you operate your For Hire Vehicle. Participants leave these trainings with verbal and behavioral de-escalation strategies to non-violently intervene to disrupt hate-violence or hate speech. The trainings explore the meaning of safety, of being an effective ally, and how identity plays a role in the ways we choose to intervene.

These trainings are available in English, Mandarin, Spanish, and Korean.

If you are interested in taking part of bystander intervention training offered by the Commission on Human Rights, please email trainings@cchr.nyc.gov for more information on bystander intervention training.

Mayor’s Office of Immigrant Affairs (MOIA)

MOIA’s Program ActionNYC provides the following services:

Free legal screenings to find out if you qualify for any immigration benefit
Free legal help from an experienced attorney or accredited representative for a range of cases, including:
- Citizenship
- Green card applications and renewals
- Deferred Action for Childhood Arrivals (DACA)
- Temporary Protected Status (TPS)

For more information, visit the MOIA website or call 311 and say ActionNYC.

Office for the Prevention of Hate Crimes

To report a hate crime or any emergency, call 911. Non-emergencies should be reported to the local precinct. Find your nearest precinct.

Individuals can also call 877-NO-HATE-NY to provide any tips relating to hate crimes.

TLC Owner/Driver Resource Center

The TLC Owner/Driver Resource Center is a space where drivers can feel comfortable seeking financial counseling, legal services, health and mental health resources and public benefit application support free of charge. Schedule an appointment today.

Acceptable Reasons to refuse a passenger

TLC rules permit drivers to refuse a passenger if the passenger is disorderly or intoxicated. For more information about rule §80-20 Operations – Refusing Passengers, please see chapter 80 of the current rule book.

Media

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Requests for Information

TLC released two Requests for Information. These requests were open to the public for 60 days and closed on May 15, 2021. Click the links below to view the RFIs.